Salesforce Service Cloud

Who Uses Salesforce Service Cloud?

Businesses in need of service-as-a-software solution for CRM and help desk management.

What Is Salesforce Service Cloud?

Service Cloud, the world's #1 customer service platform, empowers every service employee from the contact center to the field with the innovative tools, unified data, and embedded training needed to deliver world-class customer service that drives customer satisfaction and loyalty. Across every channel whether its messaging, communities, chat, phone, in-person, or IoT signals Service Cloud is enabling Trailblazers to deliver human-centric service that is personal, intelligent, and trusted.

Salesforce Service Cloud Details

Salesforce

http://www.salesforce.com

Founded 2003

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Starting price

N/A
US$19,00/month
US$15,00/month
US$14,00/month

Free Version

Free Version No
Free Version No
Free Version Yes
Free Version Yes

Free Trial

Free Trial Yes
Free Trial Yes
Free Trial Yes
Free Trial Yes

Salesforce Service Cloud deployment and support

Support

  • Email/Help Desk
  • FAQs/Forum
  • Knowledge Base
  • Phone Support
  • 24/7 (Live rep)
  • Chat

Deployment

  • Cloud, SaaS, Web-based
  • Android (Mobile)
  • iPhone (Mobile)
  • iPad (Mobile)

Training

  • Live Online
  • Webinars
  • Documentation
  • Videos

Salesforce Service Cloud Features

  • API
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Auto-Dialer
  • Automatic Call Distribution
  • Blended Call Center
  • CRM
  • Call Center Management
  • Call List Management
  • Call Logging
  • Call Monitoring
  • Call Recording
  • Call Reporting
  • Call Routing
  • Call Scripting
  • Call Tracking
  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customizable Reports
  • Email Management
  • IVR / Voice Recognition
  • Inbound Call Center
  • Interaction Tracking
  • Live Chat
  • Manual Dialer
  • Monitoring
  • Multi-Channel Communication
  • Outbound Call Center
  • Performance Management
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real Time Analytics
  • Real Time Data
  • Real Time Monitoring
  • Real Time Reporting
  • Real-Time Chat
  • Reporting & Statistics
  • Reporting/Analytics
  • Social Media Integration
  • Third Party Integrations
  • Voice Mail
  • Workflow Management

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  • API
  • Activity Dashboard
  • Alerts/Notifications
  • Approval Process Control
  • Archiving & Retention
  • Billing & Invoicing
  • Calendar Management
  • Case Management
  • Client Portal
  • Code Maintenance
  • Compliance Management
  • Contact Management
  • Cost Recovery
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Document Management
  • Document Templates
  • Employee Management
  • Equipment Maintenance
  • Event Management
  • Fee Management
  • Fixed Asset Management
  • Forms Management
  • GIS
  • Inspection Management
  • Job Management
  • Land Planning
  • Mobile Alerts
  • Monitoring
  • Partner Portal
  • Performance Management
  • Performance Metrics
  • Photo Management
  • Planning & Zoning
  • Projections
  • Real Time Monitoring
  • Real Time Notifications
  • Records Management
  • Reporting & Statistics
  • Self Service Portal
  • Status Tracking
  • Task Management
  • Third Party Integrations
  • Violation Tracking
  • Weed Abatement Control
  • Work Order Management
  • Workflow Management

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  • Communication Management
  • Contact Database
  • Content Management
  • Customizable Branding
  • Customizable Fields
  • Customizable Templates
  • Data Import/Export
  • Discussions / Forums
  • Document Management
  • Document Storage
  • Drag & Drop
  • Email Invitations & Reminders
  • Email Management
  • Engagement Tracking
  • Event Calendar
  • Event Management
  • Feedback Management
  • Filtering
  • Forum / Discussion Board
  • Gamification
  • Group Management
  • Ideation / Crowdsourcing
  • Knowledge Base Management
  • Live Chat
  • Member Directory
  • Membership Management
  • Mobile Access
  • Moderation
  • Multi-Language
  • Online Forums
  • Personalization
  • Real Time Notifications
  • Reporting & Statistics
  • SSL Security
  • Single Sign On
  • Social Media Integration
  • Surveys & Feedback
  • Tagging
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  • Complaint Management
  • Corrective and Preventive Actions (CAPA)
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  • Customizable Branding
  • Customizable Fields
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  • Customizable Reports
  • Customizable Templates
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  • Email Management
  • Email Templates
  • Feedback Management
  • Forms Management
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  • Issue Management
  • Issue Tracking
  • Knowledge Base Management
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  • Prioritization
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  • Real Time Notifications
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  • Reporting & Statistics
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  • Call Scripting
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  • Call Transfer
  • Callback Scheduling
  • Caller ID
  • Campaign Management
  • Chat/Messaging
  • Chatbot
  • Collaboration Tools
  • Computer Telephony Integration
  • Contact Database
  • Contact Management
  • Customer History
  • Customizable Reports
  • Data Import/Export
  • Email Management
  • IVR / Voice Recognition
  • Interaction Tracking
  • Live Chat
  • Monitoring
  • Multi-Channel Communication
  • Performance Management
  • Predictive Dialer
  • Quality Management
  • Queue Management
  • Real Time Analytics
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  • Churn Management
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  • Community Management
  • Content Creation
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  • Customer Database
  • Customer Experience Management
  • Customer Segmentation
  • Customizable Branding
  • Customizable Fields
  • Customizable Reports
  • Customizable Templates
  • Drag & Drop
  • Email Management
  • Engagement Tracking
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  • Gamification
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  • Multi-Channel Marketing
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  • Job Scheduling
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  • Mobile Access
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  • Quotes/Estimates
  • Real Time Data
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Salesforce Service Cloud Alternatives

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Salesforce Service Cloud Reviews

Read all reviews

Overall rating

4,4/5

Average score

Ease of Use 4
Customer Service 4,2
Features 4,3
Value for Money 4,1

Review software

Share your experiences with other software buyers.

Write a Review!
Jordan C.
Salesforce Product Manager
Information Technology & Services, 501-1 000 Employees
Used the Software for: 1+ year
  • Overall Rating
    5 /5
  • Ease of Use
    3 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    10/10
  • Reviewer Source 
  • Reviewed on 2019/08/08

"Awesome Ticketing System"

Comments: Users are really more productive than previous tool

Pros: With Service Cloud, we have a complete overview on our Customers. From Lead to Case, we can log all customers activities and be proactive for their needs.

Cons: Often, you must adapt your process to the tool, not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

  • Reviewer Source 
  • Reviewed on 2019/08/08
Shalom L.
Director
Nonprofit Organization Management, 11-50 Employees
Used the Software for: 2+ years
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    5 /5
  • Customer Support
    5 /5
  • Value for Money
    5 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Reviewed on 2021/06/03

"Sales Business brand"

Pros: You can manage all your needs according to your company and needs. and mainly it is that all the information is unified together in the same place

Cons: Like all other systems, this is a platform that requires training to really know how to use it and get the most out of it.

  • Reviewer Source 
  • Reviewed on 2021/06/03
Govindraj S.
Head of Support
Hospitality, 11-50 Employees
Used the Software for: 1+ year
  • Overall Rating
    2 /5
  • Ease of Use
    2 /5
  • Features & Functionality
    1 /5
  • Customer Support
    3 /5
  • Value for Money
    1 /5
  • Likelihood to Recommend
    0/10
  • Reviewer Source 
  • Reviewed on 2020/11/10

"Complex customer support software"

Comments: We tried our best to customise Salesforce and for a year we used it but we found that the kind of features we needed it required a Salesforce consultant team to build it however with an extra cost with a dependency so we moved to Zendesk because they provided exactly what we needed at a much less cost and without needing a consultant. Mid-size companies should never use Salesforce cloud unless if their requirements are very high which cannot be fulliled by a out of box customizated product like Zendesk.

Pros: Only reports. They have a very good Reports which can be used to build a Dashboard which are very easily customised.

Cons: It is highly complex and it doesn't come with out of box customization. For every single feature implementation u will need a. Consultant. It is only suitable for big call center provided if they maintain a Salesforce engineering team to create and implement all the features as per the Support departments requirements.

  • Reviewer Source 
  • Reviewed on 2020/11/10
Verified Reviewer
Salesforce Administrator
Telecommunications, 51-200 Employees
Used the Software for: 2+ years
  • Overall Rating
    4 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    5 /5
  • Value for Money
    3 /5
  • Likelihood to Recommend
    8/10
  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2021/02/11

"Does what we need it to"

Comments: Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.

Pros: Overall, I like that with Salesforce Service Cloud we can easily set up queues and routing especially if someone is out of the office for a few days it is easy to manage who should own the case in their absense.

Cons: There are some limitations when it comes to setting alerts or escalations especially with business hours requirements- you can use business hours in escalations/milestone but its very minimal and you cannot choose additional criteria to filter on. It's also necessary if you use service cloud frequently to purchase add ons like Email to Case Premium to make service cloud more user friendly and customizable

  • Reviewer Source 
  • Source: GetApp
  • Reviewed on 2021/02/11
Jennifer B.
Executive Assistant
Financial Services, 11-50 Employees
Used the Software for: 6-12 months
  • Overall Rating
    5 /5
  • Ease of Use
    5 /5
  • Features & Functionality
    4 /5
  • Customer Support
    Unrated
  • Value for Money
    Unrated
  • Likelihood to Recommend
    9/10
  • Reviewer Source 
  • Reviewed on 2019/11/06

"Everything I need on one page"

Comments: I love that I can manage our sales team's goals vs. actuals all in one place. I can see exactly where each prospect/opportunity is in the sales process, who the contact is and information about the company all on one screen. With the links that let me get more information about each of those areas, it's a seamless process.

Pros: I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another

Cons: It's not like any of the other CRMs that our sales team has used so there was a bit of a training curve for some of them.

  • Reviewer Source 
  • Reviewed on 2019/11/06